The Customer Experience Podcast
The Customer Experience Podcast

Episode 149 · 5 months ago

149. A Blissful Approach to Training Customers and Employees w/ Lauren Bailey

ABOUT THIS EPISODE

Whether we are training employees, customers, or trainers, video is a powerful form of human-centered communication. When someone who teaches trainers explains the advantage of video, you sit up and take note.

In the second episode of our Human-Centered Connection expert series, Steve Pacinelli and I interview Lauren Bailey, Founder and President at Factor 8 and Founder at #GirlsClub. She walks us through the BLISS acronym as well as the broken rung, the confidence gap, and the forgetting curve.

Lauren also discussed with us:

- Why there are still relatively few women in sales leadership

- How to apply Bloom’s taxonomy in training

- What BLISS has to do with video communication

- How to solve some problems with today’s BDR role

Here are some links to resources we mentioned:

- Lauren Bailey on LinkedIn

- Factor8.com

- WeAreGirlsClub.com

- USAA.com

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for Customer Experience Podcast in your favorite podcast player.

As humans, when we go intoan endeavor with an intention that is feeling focused instead of just outcome focused,then we have a better experience and we show up as our best selves.The single most important thing you can do today is to create and deliver abetter experience for your customers. Learn how sales, marketing and customer success expertscreate internal alignment, achieved desired outcomes and exceed customer expectations in a personal andhuman way. This is the customer experience podcast. Here's your host, EthanButte. Okay, welcome back to the customer experience podcast. We are doingsomething special this summer in a couple different ways. First and foremost, Ihave a cohost now, Steve Passinelli, longtime friend, longtime team member,chief marketing officer at Bombomb, coauthor on our first book, Rehumanize Your Business, and coauthor on our forthcoming book Human Centered Communication, and on this book, which releases an October on fast company press. We engaged eleven of ourexpert friends to contribute, and so now we're hosting them this summer here onthe podcast. Steve, welcome his cohost again. And who do we haveof this week? Thanks, Ethan. Yeah, I'm excited for this one, and yes, I'm probably going to say that each and every week,but we have someone here that has an incredible background. Twelve years as thefounder and president of factor eight, which is sales rep and manager training company. She is the founder of Girls Club, which bombomb is a part of GirlsClub. We have we have multiple women at bombomb in girls come andmen actually, for for that fact, women and men and Girls Club.But Girls Club is there to help women gain the skills and the confidence andbuild encouragement in the sales position. And Lauren's a sales hacker contributor as well. The first time I met Lauren, though, besides all of those things, the first time I met her we were at a conference together and wewere about to get on stage and we were on a panel and I lookedover and I'm like, Oh, she she's got a beer. She's gota beer. And then bring that beer up on stage and you know what, like it was. It wasn't to gain attention. You know, thisis what I think of when I think a lauren. She's not afraid tobe yourself. She was like, Oh, I just wanted a beer. Itwas later in the day, it was four o'clock. It wasn't anattention grabbing mechanism. She was thirsty, she wanted to be or she wasgoing to do what she wanted to do, and that's why she's successful, becauseget out there and she does it. So welcome to the show, LaurenBailey. Thank you so much, Steve. I had forgotten about thebeer until you just said that. And the story behind the beer is thatI had done a mainstage earlier in that day and boshed it to a levelI'm not sure I had in the past and I was like, so,that's over money the beer. I need a beer. It's so we're excitedto talk to you today about people and process, because that is where reallywhere you thrive, getting the most out of people, training and encouraging people, not just women of course, but just people, to be more humanthroughout the sales process and so ethan. Why don't you kick us off withour first question? Yeah, we're getting into all those themes and I lovesomething that you shared with us the first time we interviewed you for the book, which was that you view training as human development. But before we getinto those themes, will start where we always start, on the show learn, which is when I see customer experience. What does that mean to you?What? What does it conjure? What do you what does it makeyou think about? millennials working at Parkins movie theaters who could not go slowerto get me popcorn makes like I think of a bad customer experience. Andthis is what happens when you start getting old and you know the next generationsgeneration comes in behind, like these kids...

...these days. I find myself oftenbemoaning service and a poor customer experience for my own customer point of view,whether that's face to face, virtual be to baby to see. Well,that really I mean. That's speaks immediately to the theme of our conversation wherewe're going to be going, which is to in my mind, that's acultural issue, it's a training and development issue, it's a management issue,like it's obviously not sufficiently a prior already in that organization to let the processissue, because thats all this many times, if you put two on the popcornright and one on the Sodas and somebody else mops up and rings up, like we feel like we would have this. I mean by Midmovie wedouble the revenant. Yeah, it's good. So, Lauren, why don't youtalk to us a little bit? Set the stage with the factory customer. Who is your customer? What problem do you solve for your customer?How do you think about CX at factory? Yeah, yeah, so ninety ninepercent of our customers are vice presidents of sales and they find us becausesomething's changed, right. They may have previously had a field sales team andare moving to the inside or virtual. They have proven the concept of virtualselling and are going to go from, you know, a five person salesforce to a fifty five person sales force. They have a behag growth goal,a different go to market strategy, or they just got some really greatreporting and dash boarding tools and they looked at their efficiency and ramp time anddecided they needed some help. So they come to us to get those bigspikes in top line revenue right, to teach these kids how to sell andto help engage them in a way that they will stay in their organizations.That is only one out of every maybe ten calls where you get a leaderslike look, I got to develop them and not just to get to quota. I got to develop them to keep them long term I want them engaged. I don't want this to be an event. This needs to be partof our culture and we'd like to outsource that so that we can do itbetter. We love those really interesting I love this focus on retaining employees.Obviously there's a huge I mean just speaking to efficiency, there's a huge efficiencyplay there too. Like these people, you've you selected them well, youhired them well, you on board of them well, you engaged factor rateto build them up, and why wouldn't you want a focus to be keepingthem in the fold? So let's talk about that in the customer experience,because the stat all drop. Ninety eight point three percent of all stats aremade up on the spot. The Stat I'll drop is that people spent aboutx on recruiting then they do on training. Right. It's sort of like bailingout one side of the boat when there's a hole in the other andnot like if you would train them, they would stay so in multiple studieswill tell you that. But they're also putting the money in getting the personnot where it matches the customer experience, which is also the training side ofthe boat. Right. Bring in people but then teach them how to giveyour customers a better experience and you're getting two birds with that one stone.Yeah, really good. Let's do the same question. But Girls Club.Who is your ideal customer? Were at Girls Club. What problem do yousolve for them and how do you think about their experience with you? Andyou probably have two customers, probably great folks like us. Well, wegage in a variety of ways, but then anyway, speak to both ofthe customers that you have. that. So Girls Club was built to changethe face of sales leadership. So at a conference like you and I wereat, Steve, I got asked to sit on one too many panels aboutwhy aren't them all women like you and you know in sales leadership? Andwe wrap up that women's breakfast and, you know, put it to bedand have the same conversation next year and...

...in two thousand and will not evengoing to say the year. But a few years ago I was like,I'm done with this, I think I can solve for it. And mytheory was I think that we don't have enough women in sales leadership positions becausewomen aren't applying at the first run, and I later learned it's called thebroken run right we're not moving from individual contributor to manager, and my theorywas we're not doing it because we're waiting until we could do the job perfectlybefore applying. We're sitting on our hands. And again, since then I've seenthe study. HP PUT it out. It's called confidence gap and it basicallysays it a woman will not apply for a job until she feels shecan do it one hundred percent perfectly, which is just silly right, becausethis is a jump. If you're not going for another sales jock, you'regoing from management job, and every single company in the world promotes a topup to manager. Fifty percent of them fail. Then they think about trainingthem. That's why I have a business. Anyway. Girls Club's customer is abouttaking that Super High, achieving, ambitious, awesome female sales wrap andhelping give her the training, the skills and the confidence to apply and getthe management position. And we've a seventy percent promotion right for individual contributors upto management, and that's before the programs over in six months. So it'sworking and their experience is I hear good things, a hundred percent. Wouldrecommend it to a friend and it's always like the favorite hour of my dayare the girls club calls. They're passionate, they're leand in their engaged. Theyjust are soaking it up in a fantastic way. Are Other customers?Are Companies, right, who are outsourcing leadership development to us. While helpingcheck off the box for diversity and inclusion, it helps check off some boxes forrecruiting, if I'm honest. Right, we also have a lot of sponsorsthat come in and play, because turns out we've got this cross sectionof really incredible sales people and leaders across all different industries and they're a superengaged and passionate group. So bomb and plays in all of these areas.You've got protegees learning, right, you've got mentors in the program, you'vegot advocates who are putting their people in the program you sponsor. In fact, I think what was the allile thing? Who? What did he win?Yeah, I think dear and just a lie of the year. Yeah, I mean then, yeah, I think it was ally of the year. Yeah, it's to have a say level of a founder and write andexecutive spend the time mentoring unheard of. We love it. Everybody Loves Bombomand Girls Club Awesome. I hear nothing but good things internally as well fromthe various levels of engagement and I think they're and actually our president, whomentors, gets just as much out of it as the mentees, because I'lltell you, every week he comes in and when he talks about in theleadership meetings, when he talks about his mentee, and actually had a fewnow, I think, yeah, like the conversations that they're having, whathe's learning like it's it's a two way street. I love that he bringsit up in your leadership meetings. I just guess tire yeah, and youhear that story all the time. I get as much out of it asas the people who I'm engaging with, not just girls club but any anykind of like mentorship thing, volunteer work, etcetera. I hear it all thetime. I get as much as as other people get from me andit so a lot of interesting things are changing the face of sales. You'vealready touched on kind of this imperfection piece and the discomfort with imperfection. There'sa confidence play there. Let's go kind of high level. So your backgroundis in training and education. Your Global Director of training. SAP, fora couple of years you worked for a company where you were training inside salesteams for companies like IBM, Sony, HP, Panasonic, bunch of brandnames, and your stated mission, I forget whether this is from your websiteor from your linkedin profile, is to...

...help more people feel confident and successfulat work. And so let's talk about that process a little bit. Itseems hard to train to kind of feelings and emotions, like when I readwords like I want to make people feel a certain way and that's my missionto do that with my background and training and education and my passion for liketalk about the challenge of training to feelings and education, not just go here, click this, do that, turn that thing on and then tell heryou did it right. One of the others is that, like you know, my classes are filled with twenty five year old men and if they knewI was coming into train two feelings, they be out of there. ButI think that's I mean, that is an interesting dynamic in the whole thingto Oh God, yeah, yeah, it's like first or second job,right. I think that as humans, when we go into and endeavor withan intention, that is feeling focused instead of just outcome focused, then wehave a better experience and we show up as our best selves. And Ilearned that through Girls Club. Right, like I was really scared about whatI was doing and when I called people to say, Hey, do youwant to, you know, give me money to help do this, itwas horrifying, like flop sweat kind of nervous and and I found very quicklythat when I started my days setting the intention of I'm here to help people, and today I'm going to feel proud of that and I'm going to invitepeople on that journey with me. Versus I'm going to sign three today,like that was me in a sales mode again, and have been a longtime, and the intention made all the difference in the world. And sothat works as a trainer, it works as a sales leader, it worksas a CEO. Right. Sure, I need to cover this in themeeting, but my intention is that people are going to leave feeling valued,engaged, excited, whatever, and I think that confidence is like the GreatElixir in life. It's oxygen. It's right, especially in sales, andthat's what we focus on a lot in girls club, and so I wantthem to feel more confident dialing the phone again and again, because sales isa confidence sport, a hundred percent. You can hear the difference in salescalls and it's why we lose people. It's no fun to be rejected andit's scary to pick up the phones and it doesn't go away right. Imean, I've been doing it in training it for thirty years and I sweatthrough my clothes making those first calls and made every mistake I could write.The stuff I've been training against four years. I did it. So I thinkif you don't call attention to that, if we go into it and say, oh well, first of all, here's your script, don't get mestarted and set you know, say it like this, don't be yourself, and then, by the way, it be perfect and all of usa are perfect and don't have it up, and then then nobody has any funand we wind up feeling like failures and imposters, and nobody likes gettingup in the morning to do that. So if I can teach the rightskills in the right order that build confidence, then people feel successful. And specificallywhat that means is helping people get small wins fast. So I liketo call them first base skills. Member Money Ball. Yeah, Brook,on days you can't get home if you can't get on first that sales.Right. I'm not going to start by teaching you objections and product and SuperComplex Blah, Blah Blah. I'm going to teach you how to get theguy to answer the phone. I'm going to teach you how to get theguy to call you back. I'm going to have to teach it how toget her to stay on the phone with you past thirty seconds, and andthen I'm going to celebrate those wins because they're a big deal. and Boom, all of a sudden I've doubled talk time with for super simple skills.who we teach everybody first and now you have a chance to actually do thejob you were hired for, and that...

...builds confidence. And I go homesaying no one didn't sound anything, but I have six people to talk tome today. I thought I've five. Five, can't wait to do itagain tomorrow, which feels so different than so many other workplaces. Right,yeah, yeah, your podcast player to listeners, your podcast player has aback button. Mine is sixty seconds back in apple podcast. It's there.For a reason. You're going to hit that thing like to be three times, because we are what you shared their Lauren on intent is so important,like the way that you just broke down how activity relates to the desired outcomeof this confident feeling, this thing that makes all these other things possible.It's just really smart, and so your intent in the approach to it makesso much sense, and I think we lose that so easily because we're justalways focused on the score board or focused on the outcome or whatever. Ilove that. Just a quick follow up on it. How do you preventbacksliding, like, especially with regard to like teaching feelings and approaching this confidenceor is training for you and your observation and experiences? It always like twosteps forward, one step back, like can you lock in confidence gains orlike, because my feeling is it ebbs and flows, like in the oldI do creative work, I don't do sales work per se, and youwind up with the same kind of impostor lack of confidence. Good days,bad days, and you can focused on like the work product. So talkabout like maintaining wins and building on them versus like too much backsliding down ahundred percent. If there's two different ways to look at that answer one ishow do you prevent the backslide of the good feeling, of the confidence ofthe creative zone? Right, and you don't even you can't maintain the zoneforever. You know that right. If you try to force it after eighthours of writing, it ain't going to happen. Say anything with sales calls. So I think that you respect the ebb and flow and you get toknow yourself and your body and your rhythms. And this sounds like an always sanitarypad commercial now, but it's like you know you just like I'm notgood in the afternoons and I'm better in the mornings, and after you haveone win, you do three more because you're at your best. And whenyou get kicked in the teeth you'll walk away and you take a break andall of those right. There's so many tips and tricks for that. It'sreally mental toughness and agility and self knowledge. I think is critical to that.We start there on the flip side of that, if you want togo technical training. Backslide is like the one thing everybody in the world knowsit's called the forgetting curve. It's sort of like if you ask a hundredone about fashion rules, the one they're going to remember is don't wear wideafter Memorial Day. If you ask a hundred sales leaders about training, they'regoing to know about the forgetting curve. Rite. Eighty percent of what Itrain is gone within two weeks, and they're not wrong. So here's howyou prevent it. Number One, you have to use it right away.There's training Geek thing called blooms taxonomy of training objectives, and what that meansis, way on the easy side, I can recognize something or define itright, but way on the tough side I can create using the concepts,I can make decisions of about it, I can apply it in different scenarios. So it's the difference between saying define a good intro and execute a goodintro in three different scenarios. Right. So, whoever wrote this, MrBloom, sorry if I'm butchering this right now, but good training always trendsthis direction. Okay, of course you're going to forget the definition of it, but when you have processed it enough and to use it and apply iton the fly, you're not forgetting that. So what we try to do isintegrate that all the time and it's...

...been challenging in a virtual world becausein person what we did was learn it, practice it, go, get onthe phones, live and do it and celebrate the crap out of it. Right, even a tremendous, disastrous failure, we give out a giftcard because you got to find the edge. You gotta celebrate the failures to celebratethe winds right, and it gets people trying and when they try andit works, they get addicted and if they can apply it five times beforewe leave, we've got a fighting chance. The second half of that is workingwith their leaders. If you want a skill to stick, it hasto be talked about by their managers and reinforce by their managers. Training magazineto a study. I'll keep it short, but the long and the short ofit is this. Of all the training geekery I could pull out rightnow, there are two top things that will ensure that training is effective,and by effective I mean used and applied correctly and sticks. We beat theforgetting curve right, and it's not how I design it and it's not bloomto tax on me or adult learning theory. It's what the manager says before theclass and what the manager says after the class. So we integrate theleaders, which is we're doing in Girls Cup right, and advocate has tobe involved because if she doesn't, a vacuum. So these are these arethe question. Sorry. So, yeah, no, not at all. Theseare fantastic tips and I'm sure a lot of what you just went overis transferable to the question I'm about to to ask you. But I'm wonderingif there's anything that people that we or anyone else should double down on andtraining, because your whole job is to train salespeople and VP's and managers.We need to train people at bomb I'm all the time on how to useour product and the forgetting curve applies to that. Are the tips for usand for other companies that need to train their customers and change their habits?When we can't stand in front of them all the time, we can't getthem on the phone when when we want? What are your tips around translating thatto customer training? And they outnumber us a thousand to one. That, you know, like great statement to have that champaign problem. I thereI'll couple ideas. The first one is you have to keep it short andyou have to keep it fun. Okay, every time a training video comes frombombomb if I knew it was going to be thirty seconds to laugh andI would laugh, I would open it right. So that's I use amodel called bliss. I made it up, so don't Google it. The Beeis buying right, and that's like anybody at the beginning is going tobe saying, like here's why you should listen to me, I'm super credible. That's why you did my bio at the beginning right. And some ofthat buying, that was just getting people to lean in. And that's wherethe audience is different. Your audience for this cares that I'm an expert insales or training or behavior change or however it was we pitched me right.But your audience of the customer cares about am I going to be able todo something cool? Nobody else can. They care about is this going tobe a good experience? They care about is it going to waste my time? Like what is it they value most? And then that's your buying in thebliss model. And I'll give you a few more tips in a second, but let's talk about value for a second. I've had a lot offun training all over the world and I think that what Customers Care About,Aka prospects, customers, employees, your wife, are in business, especiallyour six core values, and they all bubble down to one of these.Okay, and by the way, this is a cheat sheet for earning featuresand functions and two benefits, because two thirds of sales people can't do them. Let's see if I can remember all six. I have set myself upto fail. The first one is time.

Don't waste it or save it.Your customers definitely care about that, right. The next one is money. So how am I going to get a higher commission check? How willI get more people responding to my emails? So some of that's just your subjectline. It's your Click Bait, right. Apply this and increase youropen rate. Seventeen percent. Thirty two video. I love how bomb ondoes that right. It says it right there. Play twenty second video.It helps you guys know that time you leave with it right there in theact. My open rates and click through and read respas or the triple whenI do a bombom video. Always, always, all right. So you'vegot your time, you've got your money, you've got recognition or looking good,have the best videos on your team, something right. So it's like status, ease or quality of life right, make doing outreach ten times easier.Then you've got power and that usually speaks to your purchasers right where it'slike, Oh, in your app you can control what everybody else does,right, and your version you can. You know, you can see everybody'svideos. So it's like control or power. People also care about levers, otherpeople's names. You can't do that on a Onetozero and multi customer.Really kind of thing, but people pay attention to that. So what's beenfun is, as I would do this and we would like quiz it allaround the world. We've never added one. No, we did once. Iused to have fun, but in all that time, I mean,but that's it's true in Singapore, and it's true and sale pollow and it'strue in Barcelona. And those are human intrinsic motivators and when you can alignto those, you get by him to L I S and s stand foranything in particular. That buy in peace was fantastic, but like no joke. Now you got me taking notes and I feel like I can't move onuntil until I get lss or what have you, right where I want youand my evil play. Well done here. So by him. L is thelearning. Right, here's where I have to impart the knowledge, andthere's right and wrong ways to do it, and like the way you did itin college is completely the wrong way. That's all. We can spend hoursthere. Right I is for integration, like this is where you have tomake it fit in my world. Don't leave it out here in thistheoretical Blah Blah Blah. How does it work in my world? Right?So for mom, mom, it wouldn't be about, you know, likejust making better videos. It would be in my sales outreach kind of world. Get customers to open it, get them to reply to it, liketalk to me in language I care about. So it fits in my world.Right S is for synthesis. So the truth is I'm going to doa video, but I'm also going to send emails and I'm also probably goingto be in my out much tool and then I'm going to be and soif you want to skill the stick, you can't keep it in a vacuum. So when I would teach new hires. We would make sure that we wererole playing sales, using the product knowledge while listening to real calls andghosting in the system, because that's real life. So you have to synthesizeit with the other skills. And then, by the way, you're burning theneural pathways and you're connecting it right. Neurons that fire together wire together.And what's the last s support? There's your manager again. So youcan't just have a flavor of the not to be done. You've got totalk about it again and again and again and reward it right. Like I'veever watched a dog training video. We don't do like. We don't changeas humans for the hell of it. There has to be something in itfor us, or has to be reward to get us to do this behavioruntil it becomes a habit. I'm just impressed. You remembered all of thoseacts that you know I've been I've been teaching trainers for decades and I itwas just this year I was like, probably have a model what one ofour customers have paid me to train their...

...trainers and I don't do that normally. I hadn't done it since sap days and I was like, you know, now that I'm a fancy consultant, I should name this model. Thefirst of all, really bad. It was like Perker, I don't knowwhat it was, but that bliss, I think, works right. Itsmells very pleasant and it all. It's not and if you remembered, itaccomplished its goal right like. That's the whole point, you know of themodel, so you can remember and you don't forget a crucial step. I'mgonna feels traitor. I want to go back to something that that you saidto us in a previous interview for the upcoming book Human Centered Communication, andI'm going to quote. Reps are getting dumber and it's not their fault.That was the quote. They're overtold, over specialized leaders or trying to focuson too much on the science and not on the art. So I wantto dive into that art, Verse Science, people, Verse Process. To kickoff this question, why don't you just talk a little bit about theproblem with the BDR roll right now? My God, right, I thinkwe can, like we can thank venture backed Sass for this, because theirmodel literally is one out of ten's going to make it right? I wantto be so far up into the right it's not a curve, it's anexclamation. And to do that level of growth it's not sustainable and everybody knowsit's not sustainable. And literally I had that proven to me a week ortwo ago. A venture firm called us and it was like, can wehave a copter you into these different companies so you can go in and getthis rapid spike, and we started talking them about how we partner over thecourse of a year and how we do long go and engage, where they'relike, you know, probably sell it by then. I don't really careif they keep it or they like it or they stay. I just Ineed the spike. And that's that's where we are. And so to dothat, you get a machine, you build a process that's tight. Youintegrated into your tools. You put three more systems and processes around it,so you're like your kid, you know what I mean. You're surrounded bythe machine. You give each my body of script and to think about justrecording it and you look into that software tool to and you go man andyou spent a lot of money on hiring and you throw them onto the enginelike coal. Right into a fire or logs on to a fire, andthat's the BEDR roule. The other thing that's wrong with it, if we'dlike to edit that out, because we have lots of friends and venture capital, is that it's super specialized. But it's super specialized, I'm literally thehardest part of the job that nobody likes and it's everybody's first job in sales, and that's okay, but we're basically teaching all the twenty three year oldsto hate sales and they are exiting faster than they ever have in the powers. They're not saying, how do you fix it? Yeah, how dowe fix it? Yeah, Gosh, of course. One of the firstthings that comes to my mind, Steve, is you're going to educate them.Hey, you're going to spend six months doing this really shit job,but while you're there we're going to be teaching you about how great the nextrole is. We're going to be preparing you for it. You under toolit and process it a little bit, you give them some room to behuman and you quit giving them scripts and you know cadence tools and you helpthem learn the why behind it and celebrate small wins and like just get humanon the sales force in the sales floor and educate them to they're learning thiscraft, if you will. They're learning a profession, they're being cared aboutas humans. Can you hybrid the role? You know, this idea of specializationhas been around for under a decade and at this stage it's proving itselfto work. I don't know if we'll...

...say the same in another ten years, because I'll tell you, twenty years ago the problem was that I havea ton of great reps on my team and as soon as they built theirbooks big enough to not have to cold call anymore, they did not.So do you specialize it? It's working, but I think we just need torehumanize it. So if you want to hear more from Lauren Bailey orread more from Lauren Bailey, you got to pick up a copy of ourupcoming book. And Lauren, I know you're obviously a big part of thebook, but you haven't read the other chapters of the book from the othercontributors. So is there? Is there a person or particular chapter or atopic that you're super excited to dig into? It's really going to be good.I'm pumped about this. I saw a little bits in different versions.I may not have been supposed to fans forward to that, but I wasinstantly engaged. There are a couple people I know and love and I'm goingto slip to their chapters first, after reading my own, obviously, andthen beating myself up over it. Julie Hanson. So, Julie Hanson usedto be an actress and I've never gone and like youtube her old stuff,but I'm in a women sales pros group with Julie and she's just good.She just sessioned for us on how to engage people and how to use actingskills and it was fantastic. And she also looks like she could read thenews at any moment right, like I aspire to that. The face itlike, if Julie Hanson watches this, sorry, she's gonna call me,like lb, we gotta talk. What are you doing with your faith?All right, I also am a huge fanggressive Fan Mario and Vivica the becausecooled. You know she hanglins. Know she five. Yeah, she's Badass. There is bad too. Yeah, she's awesome. I've had her workwith Girls Club on building a social network and profile, and both of them. I mean that is a business that changes rapidly and they have serious tipsand hacks. It's not the standard clean up your profile and Blah, blah, blah, Blah Blah. They teach people how to stand out and doit a little more human. They're very real over there. Yeah, theyreally are. And I think I don't remember. I can't believe I don'tremember this exactly, but I think you're back to back to back. It'sLauren Bailey, Mario Martinez Junior, Vivica von Rosen, I believe. Ithink, and it was it was kind of fun putting the chapters together askind of like an next tape, like like they all compliment each other.They make this really nice hole. But how do you sequence it? Theright way is to move on a lot. Yeah, we pass. We needto help. Your listeners are a kids. Oh sorry, is thisthe mixtape tape right? What you would do? It's like one step aftergoing out, but a step before I love you and meet the parents.And the key was if you didn't take the little things right out of thetop of this plastic tape, they'd record in an hour or two of makingthis mixtape, which took all week at you'd tape right over it. Yeah, totally. We could always just scotch tape right over those tabs and itwould just act like it could be recorded. o. It was like four yearslater I learned that right. Like, I'm making this mixtape for a guyand I mess it up and I'm like, you know, I didn'tlike him that much anyway. I'm sure. Yeah, never making a mixtape ayet I'm breaking up with a guy. Need to update that reference. Ithink it's a spotify playlist or something now, something like that. So, for folks who were listening, this is our second interview in a seriesthat we're running all summer. You've already heard some of the names that willbe coming up in the series. We already released our conversation with Dan Hire, one of the original team members in a sales executive at hub spot comingsoon. We have Morgan Ingram, we have Mario Martinez Jr, of course. We have VIVIGAD von Rosen. We...

...have Julie Hanson. I think nextup might be Dan Hill, who's an emotional intelligence and facial coding expert.We had a bunch of people that we've brought into this conversation all about treatingpeople like people, making sure that we create better customer experiences and employee experiencesthrough human centricity. You can learn more about all of these episodes that Bombombcompodcast and you can also learn more about the book it Bombcom Book. Steve, we can't let Lauren go yet. What we got for yeah, youneither thank her or mention someone that has had a positive impact on your lifeor career. Anyone, anyone. My First Mentor was Bruce Myhawk. Brucehired me to start the training department at that company, where I was trainingall of the outsourced tech vendors and sent me around the world to train forIBM and then hired me again at sap and we talked every single year.Though he's long retired, I feel like he was the first person who reallywho saw me as a person. That makes sense, wasn't here to filla role and just get something done. He opened our relationship into having humanconversations at talking about family and I've had lime disease for thirty five years andhe learned about it and like got to know that and cared about my healthand we talked about his marriage. Now a you know, like we're justwe became friends, but he did it in such a beautiful way that healways danced the line of I'm your boss and we have tremendous respect and Icare about you as a human being. In the most important thing he taughtme I'll never forget, was lb if you're not pissing some people off,sometimes you're not trying hard enough. That sounds like you too. That justsounds like something. You know that. I mean I was in my sand s and just learning that people were calling me a bitch behind my back, which any successful woman has that moment and story and we celebrate it inGirls Club now so that they get that. It's just listen, guys, it'sthere. Right. You're going to be a tough executive and I'm goingto be a bitch, and if I don't learn to celebrate that and ownit, then it's going to haunt me and hurt me. And Bruce wasa big part in me getting that right and that was good. That wasit was beautiful and I've shared that advise a million times since. Yeah,I'm sure some people are upset that you brought a beer on stage, butyou're like well, exactly for you before we let you go. This isyour opportunity to shout out a company that is just doing customer experience right.It could be your favorite brand, it could be something you bought recently.Who is just killing it in the customer experience scene. For for lb,I'll tell you there's I've had a go to answer for that for twenty years. WHO's currently on the edge? I'd like to hear that one instead.Sad but true. It's USAA. USAA does insurance for veterans and families ofveterans and I would literally call them once a year and be like, whatelse do you sell, because I've had such an amazing experience with my autoinsurance, my home insurance and right, have you gotten into business yet?Do you do health insurance? What else can I buy from you? Andthey just make it a really fantastic experience and they solve things quickly and they'vegot great staffing numbers and you don't wait forever in the rates are good andthey solve it the first time and all that's fantastic. I think in thelast year or two they've struggled a little bit, probably with staffing and youknow, losing some different parts of work force or possibly even in going virtual, etc. But I'm sure they'll stand...

...it back up again. What wasyour answer? It would change. I you, Steve. I don't rememberwhat Steve was my guest on episode six of this podcast. I think thisone's going to be something like one hundred and fifty ish, so it's beena while. Steve. Would do you have an answer for this one?I got it. Yeah, I think I just told you about this onea couple couple weeks ago or a month ago. It's a it's a supplementcompany, but it's not really supplements, it's it's, it's organs. Youknow, organs are supposed to be really, really good for you and you knowsome people find them disgusting, and there's a supplement company called ancestral supplementswhich allows you to get free stride organs, so like heart and spleen and,by the way, for those listening, not human organs. He will notcut your liver out and put you in the bath tube of ice.Maybe no cannibalism here, but but yeah, the owner sends you an email andasks you like Hey, is there something you're trying to solve? Forhow you know, how can I help? And then he when you respond,he actually responds back, not with a templated message, and then followsup like a month later. He was like hey, how's Gretchen doing withand it's so he sends personal messages to every single customer. That has hisonly job, as he sits down and he emails all of his customers.It's phenomenal and the products are great. If you're looking for supplementation, that'snot a bunch of chemicals. What's the name of the company again? Acestralsupplements. It's just someone and, by the way, totally human. Thatwas a human experience, right, and that's what made it better. Andnot just that you know that it's another human on the other side of itwho is allowed to act like a human, but he seeing Steve and his wife, is individual human beings with unique backgrounds and unique things that they're tryingto get done by supplementing their diets and things, and the dude listens andobviously keeps notes. I don't curious to know what crb uses because right heobviously relies on it. I don't think it's just stop it. Open thatemail chain to dive back in. But well, what did you do betterwith video messaging? Yeah, you think so, for sure. I tryto send him a video. He's using Zend us, because I saw theZendusk thing. Yeah, on the bottom, and I don't know if my videogot removed or something, but tried to tell her mombm does have azendsk integration. Also, USAA does come up in the book human centered communication. We cited a piece of research that was kind of trying to find themost human brands and they actually win it. So, for your Sake and mine, I'm also USA a customer, I hope they do get it allput back together for you, Lb, before we let you go. Lastthing. How can people follow up on it? Like, if people arelistening at this point, I know that they want to know more about LBLauren Bailey. They want to know about factory, they want to know aboutGirls Club. Where would you send people to follow up on this conversation?Come flind this that factorycom or we are girls clubcom. Do not go togirls clupcom at work. That will get you in Trouma. Okay, weare girls clubcom, factor in the number eight, factorycom, and she isLauren Bailey, you're awesome. Thanks so much for spending time with us again. Thank Willy Jordan. It was a real honor to be asked to beincluded and I've enjoyed it. Ever, step away. Too often you're overwhelmedby the amount of noise in your inbox and slack in your linkedin messages andevery other channel and medium you use, and guess what, so are yourprospects, customers, employees and recruits. Digital pollution is the problem. Humancentered communication is a solution. From the authors of the best selling book rehumanizeYour Business, comes a new book, Human Centered Communication, a business caseagainst digital pollution, featuring expert insights from leaders at companies like sales force,hub spot and Vangresso, giving you proven methods to earn attention, build trust, create engagement and enhanced reputation, helping you connect and communicate more effectively withthe people who matter most. Learn more...

...and pre order your copy today atBombombcom. Book and ask about special packages for your team, your company oryour community by emailing book at Bombombcom, visit Bombombcom, book or email.Book at Bombombcom. Thanks for listening to the customer experience podcast. Remember thesingle most important thing you can do today is to create and deliver a betterexperience for your customers. Continue Learning the latest strategies and tactics by subscribing rightnow in your favorite podcast player, or visit Bombombcom podcast.

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